Voice Engineer

RICHARD ALLEY

San Antonio, FL H: 813-***-**** C: 813-***-**** adbihc@r.postjobfree.com www.linkedin.com/in/richard-alley-5ba36184

DYNAMIC SYSTEMS ARCHITECT & ENGINEERING PROFESSIONAL

Highly qualified IT Professional recognized by the industry for outstanding customer service and team leadership. Detail oriented with extensive history in ServiceNow Jakarta, Kingston & London. Multiple call center environments, including Avaya Aura Platform, NEC NEAX 2400 UMG and Rockwell Spectrum. Responsible for multiple international locations.

•Cross-tier components implementation Patch

•Maintained current Avaya Firmware Releases

•ServiceNow Jakarta/Kingston/London Administrator

•ServiceNow Troubleshooting/Monitoring Performance

•Developed Avaya Maintenance Program maintaining 99.99% uptime.

•Documented Daily Health Check Procedures for Telephony Environment

•Local and long-distance carrier circuits including POTS, PRI, T1. CTI and IP Telephony

•Strong collaborative skills Document Management Maintains SLA Agreements with Vendors

•Installation, administration and Operational Awareness of Avaya Aura VoIP System that includes multiple geographic locations

•Analysis and problem-solving Capacity and scalability planning Optimizing and performance tuning

KEY SKILLS

Management Project management Visio Strong analytical skills

Technical help desk experience Business Case/Funding proposals

TECHNICAL SKILLS

Windows, VM Ware ITIL Foundations Certification Service Now Experience

PROFESSIONAL EXPERIENCE

Proggex Project Management Company, Tampa, FL September2019 - Current

1099 Contractor – Spectrum Charter Communications

Broadsoft Hosted Voice Implementation Engineer

Managed Services

Review Hosted Voice Design Orders

Coordinates Collection of all pertinent data for building Call Flow Implementation

Experience with the following Internal Applications:

Salesforce

Remedy

Telovations Voice Call Recorder

Unity

Broadsoft R19 and R21

Configures scripts for Routers & Switches for Cutover/Implementation Day

PREVIOUS RELEVANT EXPERIENCE

Verizon Data Services, Temple Terrace, FL 1997 - 2018

Systems Architect/Engineer

Worked on multiple Telephony Systems, including NEC NEAX 2400 UMG, Rockwell Spectrum and Avaya ACM 6.2, while providing extensive Helpdesk/Call Center management experience Customer Relationship Management People Management Proficient in MSOFFICE. ServiceNow administrator monitoring/troubleshooting performance for the Enterprise.

•Utilized extensive client and executive interfacing skills

•Excellent written and verbal skills Data mining skills Project start up team skills Employee screening and interviewing skills Quality monitoring and assurance Telephony knowledge

•Extensive experience with off shoring and interfacing with international management teams

•Extensive experience working with third party vendors

•Change Control Management Project Management Incident Management ID

•Administration Contract Administration Scheduling and time management

PREVIOUS RELEVANT EXPERIENCE

Alternative Resources - IT Helpdesk Consultant/Agent

Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Demonstrated mastery of customer service call script within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product issues.

ACCOMPLISHMENTS

Maintained 99.9% uptime on all company networks

EDUCATION AND TRAINING

Associate of Science: Computer Engineering Technology

USA Degree in Computer Engineering

Tampa Technical Institute, Tampa, FL

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